Explore Manufacturing Commercial Operations

Release version: Australia

Updated March 12, 2026

4 minutes to read

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Summary of Explore Manufacturing Commercial Operations

Manufacturing Commercial Operations (MCO) is a unified ServiceNow platform designed to help your organization accelerate revenue, enhance customer experiences, and reduce operational costs by managing the entire lifecycle of sales, support, and service operations. It enables management of products, promotions, recalls, claims, and quality issues, streamlining collaboration between OEMs, dealers, and channel partners.

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Key Features

Sales Promotion Campaign Management: Create, manage, and resolve sales promotion campaigns, including claim processing for partners and dealers.
Recall Campaign Management: Launch and track product recalls and manage related claims efficiently.
Repair Claims Handling: Submit and approve warranty and recall repair claims to streamline post-sales service.
Pre-authorization Requests: Verify coverage of parts, fees, or repairs under warranties or service contracts before approval.
Dealer Portal: Provides dealers with real-time access to product recalls and sales promotions, improving engagement and collaboration.
Lead-to-Cash Operations: Manage leads and opportunities through configurable catalogs and order management to accelerate product launches.
Quality Issue Management: Facilitate structured intake, resolution, and prevention of quality issues to reduce costs and improve product reliability.
Automated Exception and Dispute Workflows: Automate order exceptions and invoice disputes by integrating OEMs, customers, channels, and partners into one system.

Roles and Personas

MCO defines specific roles to manage various operational functions across OEMs and dealers, including:

OEM Roles: Sales Promotion Manager, Claims Agent, Recall Manager, Warranty Specialist, Quality Issue Managers, and Finance Approvers.
Dealer Roles: Sales Agent, Operations Admin, Service Advisor, and Product Non-conformance Submitter.
Quality Management Roles: Triage, Resolver, Investigation Leads, and Approvers to handle quality investigation and remediation processes.

Operational Benefits

End-to-End Visibility: Gain comprehensive oversight of sales, support, service, and quality operations.
Automation: Reduce manual tasks with automated workflows for claims, recalls, promotions, and disputes.
Proactive Service Delivery: Utilize predictive insights to improve service responsiveness and customer satisfaction.
Collaboration: Facilitate seamless communication and coordination between OEMs, dealers, and partners.
Revenue Optimization: Convert service events into sales opportunities and efficiently manage order-to-cash processes.

Extended Capabilities

MCO integrates with other ServiceNow modules to extend functionality such as proactive customer issue resolution, order-to-cash management for new services and subscriptions, and self-service support through Service Model Foundation (SMF) for organizational and customer relationship management.

Practical Impact for ServiceNow Customers

By adopting Manufacturing Commercial Operations, your organization can streamline complex manufacturing commercial workflows, improve dealer engagement through the dealer portal, automate claim and recall processes, and enhance quality management. This leads to faster product launches, reduced operational costs, improved customer trust, and increased revenue opportunities.

Learn how the Manufacturing Commercial Operations helps your organization accelerate revenue, improve customer experiences, and reduce operational costs.

Overview of Manufacturing Commercial Operations

The Manufacturing Commercial Operations product offers a single platform to manage your sales, support, and service operations. You can manage the end-to-end life cycle of your products, promotions, and services. Key benefits of the Manufacturing Commercial Operations include:

Sales promotion campaign management: Create and manage sales promotion campaigns. Process and resolve related claims for channel partners and dealers.
Recall campaign management: Create, launch, and track product recall campaigns. Manage and resolve recall-related claims.
Repair (recall and warranty) claims: Submit and approve repair claims for warranty and recall campaigns. Streamline post-sales service across warranty claims and recall operations.
Pre-authorization request: Submit and approve pre-authorization requests to verify the coverage of specific parts, fees, or repairs under an existing warranty or service contract.
Dealer portal: Access real-time information about the ongoing and upcoming product recall and sales promotions. Better engagement with the dealer and channel partner through the dealer portal.
Optimize lead-to-cash operations: Manage leads and opportunities from initial contact to close using order management and configurable catalogs. Launch complex products and services fast with configurable catalogs.
Quality issue management: Drive measurable quality and cost improvements by enabling structured issue intake, faster resolution, and prevention of recurring quality issues across the product life cycle.
Improve agility and savings with automated exceptions and disputes workflows: Automate the order exception and invoice dispute management processes by fusing customers, ServiceNow® Original Equipment Manufacturers (OEMs), channels, and partners with one system of engagement and action.

Manufacturing Commercial Operations users

Table 1. MCO core roles
Role	Persona	Description
Admin	Manufacturing Operations Admin [sn_mfg_cmn.manufacturing_operations_admin]	Manage all OEM and dealer operations and configurations.
OEM	Sales Promotion Manager [sn_sales_prm_mgmt.sales_promotion_manager]	Create, read, update, and cancel a sales promotion.
OEM	Claims Agent [sn_claim_cmn.claims_agent]	View, approve, recall, and reject claims.
OEM	Recall Manager [sn_rcl_claim_mgmt.recall_manager]	Create, read, and update a recall campaign claim.
OEM	Recall Phase Owner [sn_rcl_claim_mgmt.recall_phase_owner]	Update, publish, close, and cancel a recall campaign phase or sub-phase.
OEM	Warranty Specialist [sn_claim_cmn.warranty_specialist]	View, approve, return, or reject pre-authorization requests.
Dealer	Dealer Sales Agent [sn_dealer_mgmt.dealer_sales_agent]	Create, view, update, and cancel a sales promotion claim case.
Dealer	Dealer Operations Admin [sn_dealer_mgmt.dealer_operations_admin]	Create, read, update, or cancel all claims.
Dealer	Dealer Service Advisor [sn_dealer_mgmt.dealer_service_advisor]	Create, view, update, and cancel repair claim cases.

Table 2. Quality roles
Role	Persona	Description
Admin	Quality Issue Management Admin [sn_mfg_qm.admin]	Full access to all Quality Issue Management (QIM) features, tables, and configuration.
OEM	Product Non-conformance Triage [sn_mfg_qm.triager]	Review new submissions, check completeness, determine priority and severity, assign to resolvers, and update triage information.
OEM	Product Non-conformance Resolver [sn_mfg_qm.resolver]	Work the full PNCC playbook: correction, impacted assets, containment, and closure. Create Quality Investigations.
OEM	Product Quality Investigation Member [sn_mfg_qm.investigation_member]	Participate in PQI activities: create RCA tasks, classify causes, and create CAPA actions.
OEM	Product Quality Investigation Lead [sn_mfg_qm.investigation_lead]	Create, view, update, and cancel a quality investigation and related records. Sign off the investigation and move it to closure.
OEM	Remediation Plan Approver [sn_mfg_qm.remediation_plan_approver]	Approve or reject remediation action plans before they are enacted.
OEM	Finance Approver [sn_mfg_qm.finance_approver]	Approve Cost of Poor Quality (COPQ) financial requests and expense lines.
Dealer	Product Non-conformance Submitter [sn_mfg_qm.submitter]	Create, view, update, and cancel a non-conformance case. Create a correction action and add expense lines to it.

Manufacturing Commercial Operations workflow

The Manufacturing Commercial Operations applications combined with ServiceNow® workflows help organizations manage sales, support, and service operations effectively.

Manufacturing Commercial Operations unifies operational domains on a single platform, enabling organizations to achieve:

End-to-end visibility across all operations
Automated workflows that reduce manual intervention
Proactive service delivery through predictive insights
Seamless collaboration between dealers, service providers, and customers
Revenue optimization by converting service events into sales opportunities

Manufacturing Commercial Operations benefits


Benefit	Feature	Persona
Create, manage, and resolve sales promotion campaigns. Support bulk uploads for dealer collaboration.	Sales promotion	Sales Promotion manager Dealer Sales Agent
Manage warranty claims with dealers. Support dealers to submit, edit, and track claims. Streamline resolution for both dealer service advisors and OEM claims agents.	Repair claim	Claims Agent Dealer Operations Admin
Create, manage, and track recall campaigns to closure.	Recall campaign	Recall Manager Recall Phase Owner
Reduce quality costs and accelerate issue resolution. Build customer trust through proactive quality management.	Quality issue management	Product Non-conformance Triage Product Non-conformance Resolver Product Quality Investigation Member Product Quality Investigation Lead
Provide dealers a unified experience to submit, edit, and track claims through the dealer portal.	Dealer landing page	Dealer Sales Agent Dealer Operations Admin

Extended capabilities

MCO works with other ServiceNow modules to extend your operational capabilities.


Benefit	Feature
Resolve customer issues and requests. Use a proactive service approach to increase customer satisfaction and retention.	Extended capabilities
Manage order to cash operations. Launch new services and subscriptions. Capture up-sell and cross-sell revenue.	Order to cash operations See, Extended capabilities
Provide self-service capabilities and support requests for products, subscriptions, and services. Use Service Model Foundation (SMF) to define organization hierarchies and customer relationships.	Channel Support Operations See, Extended capabilities

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